RIGHTS AND RESPONSIBILITIES   PRACTICE To provide a high level of medical care in accordance with the guidelines set down by the National Institute for Clinical Excellence and the National Service Frameworks. Not to discriminate on race, gender, social class, religion, sexual orientation or appearance , disability or medical condition. To protect a patient's own right to confidentiality. The patient will be treated with informed consent. To provide access to a patient's own medical record or other information held about them in accordance with the Data Protection Act 1988. To request identification or checkable information to confirm the identity of the patient requesting confidential information. To refuse to retain patients on the medical list who are abusive or exhibit rage towards the Practice staff, including Pharmacy employees or other patients on the Practice premises. PATIENT To be treated equally irrespective of race, gender, social class, age, religion, sexual orientation or appearance, disability or medical condition. To request details of their medical record or other personal details held by the Practice, in accordance with the Data Protection Act 1988. To inform the Practice of any changes to their personal details including address, telephone or name changes. To observe the Practice's request that patients treat the staff and facilities with the respect they would expect to receive themselves. To inform the Practice as soon as possible if they are unable to attend a booked appointment.   TRAINING AND RESEARCH   This Practice is involved in the education and training of Medical Students and Practice Nurses.   From time to time such students or trainees will sit in with one of the Doctors or Nurses in order to further their educational studies. There may be occasions when the Doctor or Nurse will seek your permission for the student to participate in your consultation, either by taking a history of your symptoms or by carrying out a physical examination.   If you would prefer that a student or trainee did not take part in your consultation , please tell the Receptionist or the Doctor. You will not cause offence as we understand that some matters are sensitive and we would not wish to cause you embarrassment.     USE OF PERSONAL INFORMATION   This Practice uses a computerised database to store personal details such as names, addresses, telephone numbers as well as details of  medical conditions and medications prescribed.   This information is used solely by the Doctors, Nurses and staff attached to this Practice for the benefit of its patients although, on some occasions we may pass on this information to specialist hospital services. As a patient you have the right to view information held about you, as set down in the Data Protection Act 1988. There may be a fee for this service and details can be obtained from the Practice Manager.   From time to time Doctors and Nurses also participate in research projects set up by the Medical Research Council. Your consent will always be sought for use of any data held by the Practice. If you do not wish to participate in a study , it is your right to refuse.     COMPLAINTS AND SUGGESTIONS   SUGGESTIONS   We try to provide the best service possible. We welcome constructive comments about any aspect of our service. There may be rare occasions when a patient feels that we have not fulfilled their expectations. In these situations we appreciate feedback on any shortcomings so that we can try and improve.    COMPLAINTS   If a patient feels it is necessary to complain about the level of service, this should be in writing to the Practice Manager . In most circumstances patients should expect to receive a full response within 10 days of our receipt, unless the matter requires further investigation, in which case we undertake to keep our patient updated of progress.   Where patients feel that their complaint has not been resolved satisfactorily, the complaint can be reviewed further by the complaints team at Sutton and Merton PCT on request.    Did Not Attend (DNA) Policy As a GP surgery, we are here to help our patients and try to provide an appointment system that reduces the amount of time taken to see a doctor or nurse. In the majority of cases our patients arrive for their appointments early and are seen with less than a 15 minute wait. However, a number of appointments per month are classed as ‘Did Not Attend’ (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment, or they arrive too late for their appointment. The effect of these are: An increase in the waiting time for appointments Frustration for both staff and patients A waste of resources In order to minimise the occurrence of these DNA appointments we have implemented the following policy. When a patient fails to attend a pre-booked appointment on one occasion in the last 12 months, an informal warning letter will be sent to the patient, advising that they have missed an appointment and informing them of the importance of cancelling appointments if not needed. If a patient fails to attend a pre-booked appointment on more than one occasion in the last 12 months, an informal warning letter will be sent to the patient, advising them that a further occurrence could risk removal from the Practice. If the patient fails to attend another appointment, the matter will be discussed with senior management at the Practice and a majority agreement will be reached as to whether the patient will be removed from the Practice list. In which case a formal warning letter will be issued. Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid in this case a further formal warning and period of grace will be required. The majority of our patients arrive early for their appointments, if you do not require your appointment, please let us know so that it can be given to someone else. Please note that you should give at least one day notice for a cancellation so that another patient can be offered it.